Be the expert others rely onstep up as our Tier 3 Engineer! Intercity are looking for a Tier 3 Engineer to join our team. You will will provide technical support for a variety of products and services with the main focus of Managed Networks and Security, Unified Communication and fixed connectivity supplied to our customers. Key Responsibilities as a Tier 3 Engineer: Remotely support and identify issues affecting customer systems and services, then perform top-tier diagnosis with a view to resolution or further escalation. Provide an escalation route within the ISOC for Tier 1, Tier 2 and Tier 3 support functions Resolution of full range of technical support issues. Effectively communicate with customers, and within the company. Provide proactive monitoring and management of services to all customers. Be able to work without continuous supervision and be trusted to provide professional support services to Intercitys customers To be able to self-educate and attain industry standard IT accreditations. Use the internet and other sources of information to remain up to date with technical issues affecting the ICT sector. Liaise with clients to analyse, review, identify and develop relationships that meet/exceed customer needs. Contribute to highest levels of prospect and customer satisfaction. Ensure that all company processes, procedures, and standards are adhered to at all times. Provide support for core business products such as Touch Cloud, Touch Secure and Touch Technology Provide support for key business processes such as Pre-Sales, ROCO, Service Transition, and Service Management and Reporting. Provide ownership of operational processes and escalate issues to internal support teams (such as Technical Services and PMO) as and when required. Drive automation across the department Recommend new technologies to enhance performance against product requirements Work with the ISOC Tier 2 Team Leader to provide mentoring to ISOC Tier 2 Core engineers Education and Qualifications Degree or equivalent qualification in an IT related subject (equivalent professional experience may be considered) Cisco CCIE Aruba CCCP Expert level Radius Experience, including Cisco ISE, Aruba ClearPass Process Management ITIL is highly desirable Experience and Knowledge: A minimum of five years providing network/security solutions in a technical support role to a high technical level or have graduated in an IT related subject, complimented by a minimum of three years experience. Experience with the advanced functionality of networking equipment, i.e. Routers, Switches, Firewalls, wide area communications, cloud compute and security, SDNs Experience of the following vendor products; Check Point, Juniper, Cisco, Palo Alto, Aruba Expert knowledge of connectivity technologies (LAN/WAN/Wireless/SD-WAN) Advanced Experience in configuring and troubleshooting networking protocols. Expert understanding of practical application of VLANs, switching, and routing. Sound knowledge of Windows and Linux environments. What We Offer: 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days. Annual pay reviews. Holiday buy scheme. All-company bonus scheme. Death in service cover. Employee assistance programme. Company pension. Active social calendar. A strong focus on developing our people. Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference Intercity is a technology solutions partner that isnt all about tech. Its about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses. Our vision is to be the best technology partner to work for and with we are really proud of our achievements so far: ? Customer Net Promoter Score of 92 ?? Gold Award Investors in People Accreditation ?? 3-star World Class Best Companies accreditation, and for 2022, 2023, and 2024: - The no. 1 best telecoms company to work for - 9th best mid-sized company in the UK to work for! - 7th best company in the West-Midlands to work for! ?? Platinum Eco Vadis rating We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. Were proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.